When a Human Resources administration service company developed an in-house absence management system last summer, they wanted their current after-hours call center vendor to enter claims directly into the new application. The vendor refused to continue remote entry, offering instead to develop a custom intake solution – at the client’s expense – of their own.
The client came to Actec with two requirements: 1) that Actec use this application and 2) that we start in nine days! With an intensive week of training, manual preparation and connectivity and user setup, we opened our phone lines on target. Each of the accounts, primarily large, Fortune 500 companies, require special handling, from caller authorization to terminology, that is not provided on the intake system, so training and manual documentation was extremely critical.
The client provided on-site training during the week before the Saturday deadline. Actec prepared workstation manuals and developed backup intake forms to use during nightly system maintenance downtime, for subsequent reentry. The client plans to extend coverage to daytime overflow in the near future. Factors contributing to our success were: experience with a broad client base in the absence management, FMLA and disability arena, and organizational agility and flexibility.